Request
A request for information or a service.
03 · Governance and business excellence
Legal Compliance – Ethical and Transparent Conduct
We promote an organizational culture based on integrity, compliance, and transparency, strengthening the trust of our stakeholders through ethical and responsible practices.
01
Sagrilaft
Our commitment to integrity and compliance is reflected in the implementation of SAGRILAFT, a system that strengthens risk management and promotes responsible, ethical, and transparent business relationships.
02
Reporting Channel
An open and transparent channel of communication for the community and our stakeholders.
Your voice is important to us. We have secure and confidential channels for reporting any situation that affects your rights. We guarantee a prompt, responsible, and transparent response through our PQRSDF management system, ensuring an environment of respect and trust.
What is a PQRSDF?
These are the different types of requests that anyone can submit to our company:
Complaint
Dissatisfaction with the service received, without requesting a resolution.
Claim
A grievance that requires a response or a resolution.
Suggestion
A proposal to improve our services.
Report
A report of a possible irregularity or breach.
Compliment
An expression of satisfaction with our service.
How to submit a PQRSDF?
You can send us your request through the following channels:
- Email teescuchamos@rymel.com.co
- Ethics line lineaetica@rymel.com.co
- Phone (+57) 604 444 04 30
- Physical offices Autopista Norte, Paraje El Noral, Copacabana, Antioquia, Colombia (in-person drop box)
Response times
We strive to respond to all requests as quickly as possible. Response times vary depending on the type of request, while complying with regulatory deadlines and ensuring appropriate service.
Monitoring and continuous improvement
All PQRSDFs are recorded and managed by our specialized team. In addition, we use this information to improve our processes and provide you with better service.
03
Code of Ethics
Ethics and transparency are part of our organizational culture. These documents outline the principles, policies, and guidelines that guide responsible management and strengthen the trust of our stakeholders.